DiSSCo Prepare Deliverable D2.2 - Recommendations on the Helpdesk and user support services

Abstract

This document outlines the future DiSSCo Helpdesk, which will convey a personalised support service on the use of the infrastructure, its services and facilities, both to data providers and users. Three different modalities of interaction with the user are envisaged: FAQs - Frequently Asked Questions; Human Intermediated Question and Answer Service, which will use a support ticket system and will include three lines of support; and how-to guides and other support documentation, that will offer comprehensive information and assistance, empowering the DiSSCo community to use services independently. Multilingualism of Helpdesk is expected by the DiSSCo users, and, ideally, the Helpdesk should offer the possibility to interact with the system using native language statements/commands. This possibility will promote equal opportunities among users, and attract non-English speaking users and stakeholders, ultimately increasing satisfaction with DiSSCo and the sense of community. The Helpdesk should follow the recommendations of the Web Accessibility Initiative (WAI), minding everyone who is permanently or temporarily disabled. Finally, the Helpdesk should be flexible and customizable, allowing the change of its structure in time so that it best fits users’ needs, and accommodates new services.